Had an issue with Temple & Webster? Get a real response.
How to submit a complaint with Temple & Webster
Temple & Webster offers multiple easy methods to submit your complaint effectively:
Phone (Recommended for Immediate Help):
- Call 1300 090 0675 (Mon–Fri, 9am–6pm AEST).
- Select the appropriate option (existing orders, new sales, etc.).
- Average wait under 1 minute. Have your Order Number ready for quick assistance.
Email:
- Send details clearly to support@templeandwebster.com.au.
- Include Order Number, description of issue, photos or evidence, and desired resolution.
- Responses typically within 1–3 business days.
Live Chat (Chatbot):
- Available on Temple & Webster’s website during business hours.
- Use for quick inquiries. Type "Talk to a human" if the bot doesn’t resolve your issue promptly.
Website Help Centre / Contact Form:
- Visit Temple & Webster Help Centre.
- Submit your issue via their online form to reach customer support directly.
Social Media (Facebook & Instagram):
- Post a comment or DM Temple & Webster’s official pages for attention.
- They often direct you privately to resolve the issue.
Note: Temple & Webster operates exclusively online. No physical stores for complaints.
Temple & Webster follows a structured resolution process:
Acknowledgment & Case Creation:
- You'll receive immediate acknowledgment (reference number provided).
- Initial resolution attempts happen quickly, especially via phone.
Investigation & Internal Handling:
- Front-line support agents review order details, photos, or other evidence provided.
- Straightforward issues (damaged products, missing items) typically resolved promptly with replacements or refunds.
- Delivery problems or returns may involve liaising with third-party couriers.
Escalation to Specialists:
- Complex cases are escalated to Customer Care Managers or specialised teams.
- Issues unresolved initially may involve higher-tier support (e.g., social media “care” team).
Communication & Timelines:
- Updates are provided via email or phone.
- Simple refunds/replacements are usually resolved within days. Complex cases may take longer, requiring follow-ups.
Resolution Outcomes:
- Commonly offered solutions include refunds, replacements, partial refunds/credits, or goodwill gestures like vouchers.
- Denials are rare and typically policy-driven (e.g., outside warranty periods).
Temple & Webster aims to resolve issues efficiently, though escalation may be necessary for optimal outcomes.
Common complaints against Temple & Webster
Common customer concerns with Temple & Webster include:
- Shipping Delays & Delivery Issues: Late, lost, or unclear tracking information causing significant frustration.
- Damaged or Defective Products: Items arriving broken, damaged, or missing vital components (particularly flat-pack furniture).
- Poor Customer Service Response: Slow response times, difficulty reaching humans directly, or generic automated replies.
- Refund & Return Complications: Confusion or dissatisfaction with return policies, processing delays, or return costs.
- Misleading Product Descriptions: Items received don’t match website descriptions, leading to disappointment.
- Difficult Assembly: Poor or unclear instructions, complicating furniture assembly and leading to complaints.
Temple & Webster typically addresses these issues through replacements, refunds, or escalated customer service.
Complaints submitted through Ajust
I ordered a quilt cover that looked like a deep burgundy online, but what I got was pillar-box red. After two failed attempts to resolve it, they only offered a return at my cost and a store credit. For a loyal customer, that just felt dismissive. - Liz
I cancelled my order days before it was due to ship, but they sent it anyway. Then when I finally opened the box, half the parts were missing-and the rep I spoke to was rude and hung up on me. I just wanted it sorted before a house inspection. - Shelley
My coffee table arrived without any screws or instructions. We’ve been sleeping on the floor for a week while chasing support. Five hours on the phone and still no resolution or tracking. Easily the most stressful shopping experience we’ve had. - Sharon
I bought a mirror that turned out to be defective, and it really changed how I feel about the brand. What should have been a simple upgrade to my space turned into a hassle, and now I just want a proper replacement-no more back and forth. - Tom
How other consumers Temple & Webster complaints got resolved
Severe Delivery Delays: A mattress order never left the warehouse. Result: Escalated internally, direct intervention by a senior rep (Helen), expedited shipment with apology, plus goodwill compensation.
Damaged Dining Table: Customer received a table with a cracked top. Result: Quick acknowledgment, replacement arranged within days, plus a $50 voucher as apology.
Missing Furniture Parts: Crucial piece missing from flat-pack drawers. Customer initially offered part replacement, but they chose a full refund instead due to the delay. Resolved promptly.
If standard support doesn’t resolve your complaint, escalate as follows:
- Request Supervisor/Manager: Ask politely during phone/chat interactions to speak with senior personnel.
- Social Media Escalation: Posting clearly (but politely) on Temple & Webster’s social media often gets immediate attention.
- Specialised "Care" Team: Request escalation via email with clear subject lines (“Escalation Request - Order #”).
- Formal Written Complaint: Send a letter or formal email to Temple & Webster’s corporate office addressing unresolved issues clearly.
When internal efforts fail, external escalation to regulatory bodies is your next step.
For unresolved disputes, consider external escalation through:
- State Consumer Protection Agencies: NSW Fair Trading, Consumer Affairs Victoria, QLD Office of Fair Trading, etc., help mediate consumer issues.
- Small Claims Tribunals (NCAT, VCAT, etc.): Suitable for unresolved significant monetary disputes.
- ACCC (Australian Competition & Consumer Commission): Report systemic or significant issues; individual cases redirected to state agencies.
- Payment Dispute (Chargebacks): Via your bank (credit card) or PayPal if Temple & Webster fails to refund or deliver paid goods.
Clearly documenting all interactions supports successful external escalations.
Use these official resources to ensure your complaint is swiftly resolved:
- Help Centre & FAQs: Temple & Webster Help Centre
- Contact Support (Online Form): Access via Temple & Webster Contact Page
- Customer Service Phone: 1300 090 0675 (M–F, 9am–6pm AEST)
- Customer Support Email: support@templeandwebster.com.au
- Live Chat Access: Available via Temple & Webster website chat widget
- Social Media:
- Returns & Refunds Policy: Temple & Webster Returns Policy
- Terms & Conditions: Temple & Webster Terms of Sale
External Resources for Escalation:
Temple & Webster Complaints FAQs
How do I submit a complaint to Temple & Webster quickly and effectively?
The fastest way to submit a complaint is by calling 1300 090 0675 during business hours. Phone support offers immediate help and typically has under a 1-minute wait time. Make sure to have your order number ready. If you prefer writing, email support@templeandwebster.com.au with full details and photos. Live chat, website forms, and social media are also available for quick contact options.
What happens after I file a complaint with Temple & Webster?
You’ll receive a reference number and initial updates as your case is reviewed. Simple issues often get resolved quickly, while complex ones may escalate to senior teams. Most cases involving refunds, damages, or missing items are sorted within days. Ongoing communication is maintained via email or phone, depending on your method of contact.
What are the most common complaints against Temple & Webster?
Shipping delays, damaged items, missing parts, poor customer service, and confusing return policies are the most frequent complaints. Many issues relate to delivery logistics or product quality. Temple & Webster typically resolves these through refunds, replacements, or compensation when escalated properly.
How do I escalate a Temple & Webster complaint if I’m not getting results?
Start by asking for a manager during any phone or chat interaction. If unresolved, escalate through social media posts or email with a clear subject line like “Escalation Request - Order #”. If the issue remains unresolved, consider external help from state consumer agencies, tribunals, or payment providers like PayPal or your bank.
You’ve done your part, now it’s time to hold Temple & Webster accountable.
Take the final step and submit a complaint that gets seen and responded to.